Deployment Tech Manager

GoTab

3d•$80,000 - $90,000

About The Position

GoTab is looking for an experienced, hands-on Manager of Deployment & Technical Support to lead and scale our technical deployment, onboarding, and live-support functions. This role is responsible for managing a core customer-facing technical team and ensuring customers experience a seamless, reliable transition from onboarding through live operations. You will set strategy, establish standards, manage performance, and partner cross-functionally to deliver a best-in-class technical customer experience. If you are a people leader who understands technical environments, thrives in fast-paced hospitality technology, and knows how to balance operational rigor with customer empathy, we’d love to meet you. This role is eligible for a base salary + monthly commission structure.

Requirements

3–5+ years of experience managing technical support, deployment, or field operations teams.
Demonstrated success leading customer-facing technical teams in SaaS, fintech, POS, or hospitality technology environments.
Experience scaling processes and teams in a high-growth company.
Strong understanding of IP networking (wired and wireless).
Familiarity with Linux environments, command line utilities, and remote access tools (SSH/SFTP).
Experience with POS hardware, Android devices, printers, routers, and peripherals.
Excellent verbal and written communication skills.
Ability to translate technical complexity into clear guidance for customers and internal stakeholders.
Strong judgment in high-pressure, customer-impacting situations.
Highly organized, with the ability to prioritize across multiple teams and competing demands.
Ability to travel occasionally to customer sites, team offsites, or major deployments.
Ability to lift and handle POS hardware when needed.
Comfortable being hands-on during critical launches or escalations.

Nice To Haves

Familiarity with mainstream POS systems (Micros, Aloha, Toast, Simphony, etc.) is highly valuable.
Ability to assess technical environments and guide teams toward appropriate deployment solutions.

Responsibilities

Directly manage and develop the Deployment Tech – Onboarding and Deployment Tech – Support teams.
Hire, onboard, coach, schedule and performance-manage team members across both functions.
Set clear expectations, role clarity, and career paths for technical deployment and support staff.
Establish coverage models, schedules, and on-call rotations to support launches and live venues.
Foster a culture of accountability, customer focus, and continuous improvement.
Own end-to-end technical deployment and support workflows—from pre-launch readiness through post-launch stabilization.
Ensure consistent deployment standards, technical best practices, and documentation across all customer installs.
Ensure support cases are triaged, resolved, and escalated efficiently with appropriate SLAs.
Monitor volume, trends, and root causes across deployments and support tickets to prevent repeat issues.
Act as the primary escalation point for complex technical and customer-impacting issues.
Partner closely with Customer Success, Product, Engineering, and Operations to resolve issues and improve customer outcomes.
Translate customer and frontline feedback into actionable product, tooling, and process improvements.
Participate in incident reviews and post-mortems, ensuring learnings are documented and applied.
Define and track key performance indicators (KPIs) for deployment success, launch readiness, support responsiveness, and system reliability.
Use data to identify gaps in training, tooling, staffing, and processes.
Lead initiatives to improve scalability, reduce deployment time, and improve first-time install success rates.
Ensure internal and external documentation is accurate, current, and consistently used.